vCIO Excellence Membership Program

(Example recorded session.  To get the rest subscribe to VEP!)

A vCIO program is more than just hiring an individual vCIO to run QBRs.  In this session, we discuss the various components of an effective vCIO program and what responsibilities they are to take on. 

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Building a cycle or cadence needs to be simple. Complex cycles will fall apart in our operational workflow. Here is a simple review of how to adapt a cycle that won't add complexity to your environment.

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Here we dive deeper into the conversation from Session 1. Don't think of the vCIO as an individual, think of it as a framework or set of activities within your organization. In this manner, you can hire appropriate resources, coordinate activities, and deliver a scalable and sustainable program to your clients.

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How to have an annual session with your clients that will differentiate your MSP as well as increase client engagement. You need a stable framework to discuss what is going on with your client's business each year. Here we discuss how a SWOT can take things to the next level with your clients.

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An IT budget session is a great way to discuss the true value of engaging in managed services.  This session is intended to teach engineers how to deliver an annual budget to give the client visibility into IT spend so they can make more informed decisions.

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Pricing and packaging up vCIO services can be tricky. Are you an all-inclusive MSP or are you itemizing engagements?  Either way your vCIO services will generate revenue but how?  We will answer these questions and be showing you how to set prices for your services.

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Here we wrap up the program. You have everything you need to deliver a world-class experience to your clients. The next thing is to schedule client kickoff sessions! This is not as clear cut as it sounds but we will give you some basic principles to follow that will ensure everything goes smoothly!

The right clients is just about all of them, what we want to do is pick out the right activities for our clients.

Technology Stack assessments and similar processes to create projects and activities for the client.

Set a tried and true report to increase project revenue quickly with a client by measuring their adoption.

How do we create an effective QBR? Many times when we deliver a QBR we are talking about tickets and SLA. Here we walk you through a progress report that will attract the right people in the room with the right topics.

What does the QBR we discussed in the last session actually look like in delivery?  Here we will role play the specific ideas presented in a quality QBR.

Roadmap planning tools allow you to create a visual for spending with your client.  If you couple this with the Budget session from the strategy series you have a potent combination for client engagement.  In this session we will walk you through an effective roadmap tool that you can use to increase engagements.

Here we show you how to share dynamic reports via a shareable link so the client can see the progress on annual tasks over time.

Here we will show you how to create and manage snapshots so you can track client engagement over time so you don't have any gaps. This will ensure customer engagement among all your clients.

• Tactical-Technical engagement
• Tactical-Business engagement
• Strategic-Technical engagement
• Strategic-Business engagement

Why do we learn this?

If the roles and responsibilities of those communicating the strategic/tactical and business/technology areas to clients are clear:

• you can scale the client engagement operations
• you can keep vCIOs for strategic discussions only
• you can streamline the tactical components with AM/TAMs

• Define Client Engagement Segments
• Define Client Engagement Segment budget
• Distribute the budget among roles
• Classify all clients by segments

Why do we learn this?

If you and your team know how much time you can and want to spend with your clients for general client engagement activities:

• you can streamline your operation with clarity and expectations
• you can create boundaries and sell additional services
• you can focus your AM/vCIO’s time to valuable clients

Define the Client Segment Playbooks

• Playbooks are defined by client segments
• Playbook for the acquisition phase is defined
• Playbook for onboarding phase are defined
• Playbook for the misaligned phase is defined

• General Standardization Overview
• General Standardization Process
• Service Standardization
• Technology Stack Standardization
• Technology Best Practice Standardization

• Define Service Bundles
• Define Services
• Create Needs Assessment
• Align Clients

Run Effective QBRs

Unifying a Quarterly Business Review process is pretty hard. The audience varies client by client, your people have different processes and personalities, and each client has different maturity and goals.

By integrating the strategic components such as client roadmaps, needs assessments, service reviews with the tactical components such as best practice compliance, ticket reviews or billing conversations, you can run effective and engaging meetings that matter to your clients.

Delivering Business Focused Meetings

• Do a SWOT Analysis for creating a business strategy context
• Do a Technology Stack Audit for creating a technology strategy context
• Do a Technology Roadmap Plan to translate the strategies to tactical projects
• Use business-tactical agenda points to review, approve and execute their projects
• Use technical-tactical agenda points to align their technology expectations

Run an Effective Account Management Operation

Setup For Success - Give your account managers and vCIOs clear playbooks of activities that they can manage and fulfill with clients

Keep Everyone Accountable - See where clients are being over or under-serviced and understand how your team can maximize client engagement.

No More Missed Opportunities - Never miss another crucial client interaction that could make or break your relationship and your business.